English for touism

1. See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/308892276
Basic English for tourism: listening and speaking skills
Book · January 2014
CITATIONS
0
READS
172,614
6 authors, including:
Some of the authors of this publication are also working on these related projects:
Turismo en América Latina View project
Clima, agua y energía View project
Merlyn Gutiérrez Cruz
Universidad Nacional de Costa Rica, Nicoya, Guanacaste, Costa Rica
14 PUBLICATIONS 11 CITATIONS
SEE PROFILE
Damaris Caravaca Mendoza
National University of Costa Rica
10 PUBLICATIONS 0 CITATIONS
SEE PROFILE
Aurora Hernández-Ulate
National University of Costa Rica
36 PUBLICATIONS 84 CITATIONS
SEE PROFILE
Jorge Manuel Luna Angulo
National University of Costa Rica
7 PUBLICATIONS 1 CITATION
SEE PROFILE
All content following this page was uploaded by Merlyn Gutiérrez Cruz on 05 October 2016.
The user has requested enhancement of the downloaded file.

2. BASIC ENGLISH FOR TOURISM:
LISTENING AND SPEAKING SKILLS
Damaris CaravacaMendoza
Merlyn GutiérrezCruz
Aurora HernándezUlate
Jorge ManuelLunaÁngulo
Jenny RodríguezRodríguez
Didier VillarrealObando

3. Universidad Nacional, Campus Nicoya, Guanacaste, Costa Rica
Phone: 2562-6200 / Fax: 2686-6262 / email: cemede@una.cr
PO BOX 86-3000,
Universidad Nacional de Costa Rica.
Sede Regional Chorotega, Campus Nicoya.
BASIC ENGLISH FOR TOURISM:
LISTENING AND SPEAKING SKILLS
Editorial Commission
PhD. Olga Chaves Carballo,
Universidad Nacional de Costa Rica
M.Ed. Lucía Villanueva Monge,
Universidad Nacional de Costa Rica
M.A. Yorleny Espinoza Jiménez
Universidad Nacional de Costa Rica
The English manual entitled: Basic English for Tourism: Listening and
Speaking Skills was designed by the group of the outreach project
“Fomento de los Estándares de Calidad de las Empresas de Turismo
Rural Comunitario de Colorado de Abangares”, integrated by faculty
members:
M.B.A. Damaris Caravaca Mendoza, Coordinadora
M.Sc. Merlyn Gutiérrez Cruz
Dra. Aurora Hernández Ulate
M.Sc. Jorge Manuel Luna Angulo
M.Sc. Didier Villarreal Obando
M.Sc. Jenny Rodríguez Rodríguez
Las interpretaciones expresadas en esta obra colectiva son de exclusiva
responsabilidad de los(as) autores(as). Todas las fotografías utilizadas
en el texto pertenecen a los autores.
Diseño y diagramación: Jade Diseños & Soluciones, www.jadecr.com
De conformidad con la Ley Nº 6683 de Derechos de Autor y Derechos Conexos
es prohibida la reproducción de esta publicación en cualquier forma o medio,
electrónico o mecánico,incluyendo el FOTOCOPIADO,grabadoras sonoras y otros.
428
U5884b Universidad Nacional. Centro Mesoamericano de Desarrollo
Sostenible del Trópico Seco (CEMEDE)
Basic English for tourism: listening and speaking skills
/ Didier Villarreal Obando…[et al].– 1 ed.– Guanacaste,
C.R. : CEMEDE, 2014.
57 p. ; 21 X 13 cm.
ISBN: 978-9968-638-14-2
1. English – Teaching. 2. English – Textbook. I. Villarreal
Obando, Didier. II. Title.

4. BASIC ENGLISH FOR TOURISM:
LISTENING AND SPEAKING SKILLS
Damaris CaravacaMendoza
Merlyn GutiérrezCruz
Aurora HernándezUlate
Jorge ManuelLunaÁngulo
Jenny RodríguezRodríguez
Didier VillarrealObando

5. Content

6. Presentation................................................................7
Introduction......................................................................9
Chapter 1: Customer Service.................................................10
Lesson 1. How do you do?..........................................................................................11
Lesson2.Hello,canIhelpyou?.......................................................................................14
Lesson 3. I am terribly sorry!.........................................................................................17
Lesson 4. My favorite Place..........................................................................................20
Lesson 5. Services in my Hometown............................................................................24
Chapter 2: Tourism Sector.....................................................28
Lesson 1. Tourism Sector in Costa Rica........................................................................29
Lesson 2. Types of Tourism in our Country....................................................................31
Lesson 3. Colorado as a Tourist Destination...............................................................33
Lesson 4. Sightseeing in Town....................................................................................36
Lesson 5. Discovering Tourism in Colorado...................................................................39
Chapter3:Hospitality..............................................................42
Lesson 1. Choosing the Right Hotel........................................................................43
Lesson 2. Booking a Room........................................................................................46
Lesson 3. Hotel Services and Facilities...................................................................48
Lesson 4. Ordering Food in a Hotel Restaurant..........................................................50
Lesson 5. Dealing with Hotel Complaints.............................................................53
Answer Key.............................................................................56
Chapter 1. Customer Service.........................................................................................57
Chapter 2. Tourism Sector............................................................................................60
Chapter 3. Hospitality...................................................................................................63
Transcripts.............................................................................68

7. Presentation

8. -7-
The textbook entitled Basic English for Tourism: Listening and Speaking Skills is a product of
the project called Fomento de los Estándares de Calidad de las Empresas de Turismo Rural de la
Comunidad de Colorado de Abangares.This is an outreach project of Universidad Nacional de Costa
Rica,financed with FUNDER funds; its main objective is to improve the local economy of Colorado´s
inhabitants and organize them within the framework of sustainable development in rural tourism.
The Basic English for Tourism book is a guided textbook intended to teach necessary skills in
listening and speaking to the participants in this project and it has served as a cornerstone of the
training courses offered in the community. It includes three different chapters as follow: Customer
Service, Tourism Sector and Hospitality.

9. Introduction

10. -9-
Welcome to Basic English for Tourism, a basic listening and speaking skills textbook designed
for English language learners who need to acquire specific vocabulary from their field of work.
This textbook engages students in a variety of listening, vocabulary and speaking activities to be
successful in their daily work environment.
This textbook is structured around highly-demanded areas of their work activities such as customer
service, tourism sector and hospitality. The content areas are organized from the basic foundation
of the English language to more complex structures of English. As the chapter progresses,students
recycle and extend their knowledge by focusing on listening and speaking skills so that learners
can acquire the target language.
This textbook leads students from level A1 to level A2, according to CEFR (Common European
Framework of Reference for Languages).
Features of Basic English Skills
1. Listening skills
The listening sections are chosen from a variety of authentic sources to engage learners and
teacher to develop opportunities for conversation and discussion.
Teaching tip: Allow the students time to assimilate new vocabulary and expressions related to the
theme in the audio, then ask them to identify key items to complete the tasks. The audio listening
exercises are appropriate to their English level.
2. Vocabulary skills
The vocabulary section introduces the key items of vocabulary that are relevant to develop each
topic, and provide written and oral practice with them items.
Teaching tip: Read the information in the box. Allow time for the students to follow the instructions
and ask them to work in pairs or individually.
3. Speaking skills
This section provides learners with an extensive and guided speaking activity on the theme of each
lesson. Learners are encouraged to work in pairs or groups so that they do not feel frustrated and
can give each other feedback during their learning process.
Teaching tip: Teachers have to provide learners with plenty of time and enough learning opportunities
to expose them to real life situations.

11. Customer Service
Chapter 1

12. -11-
Listening text: Giving personal information.
Speaking skills focus: Introducing people.
Listening skills focus: Listening for specific information.
Vocabulary: Using new vocabulary related to the topic.
Introduction to the topic
Join a partner: Match the pictures with words below.
a. Model b. Dog trainers c. Tour guide
d. Student e. Photographer f. Receptionist
1. She is a 2. She is
3. They are 4. He is a
5. He is a 6. She is a
Lesson 1: How do you do?

13. -12-
Listening practice
Listen to the speakers and check ( √) the boxes.
Vocabulary: useful expressions
How can I help you?
May I help you?
Thanks
Let me help you, sir.
Certainly
Hello
Just a moment.
Would you like me to...?
Oh, I am sorry.
Pair work.
Complete the following conversation with the missing words from the previous exercise.
Conversation
At the tourist information office.
Clerk: , my name is Luis.
Customer: . I just need to get a taxi to the airport.
Clerk: , I will be with you in a moment.
Customer: Thanks.
Listening text
Join a partner: Practice saying these expressions aloud.
• Can I help you?
• May I help you?
• Here you are.
• Sure, no problem!
• You are right.
• Have a nice stay.
• Thank you very much!
Sofia Carlos Roberto Natasha
She is 12 years old.
She is a chef.
He is married.
He studies to become a
mechanic.
He plays basketball.
He lives in Colorado.
She is a singer.
She works in a
hotel.

14. -13-
Conversations
Listen carefully to the each of the conversations below. Join a partner and practice them aloud.
Speaking practice
Join a partner. Pick one of the following situations and perform it in front of the class:
Student A: You are the clerk of a bank. Greet the customer and help him or her. Be polite.
Student B: You are a customer in a bank. Ask for help to transfer some money.
At the Bank At the Hotel
Sally: Good morning. May I help you?
Customer: Yes, I need to cash this check.
Sally: May I have your passport, sir?
Customer: Here you are.
Sally: Thanks. Would you please sign your name
here?
Customer: Sure, no problem!
Receptionist: Hello, sir. I am Patricia. Welcome to Las
Brisas Hotel. Can I help you?
Mr. Hans: Yes, I have a reservation for two nights.
Receptionist: May I have your voucher?
Mr. Hans: Let me find it. Oh, here it is.
Receptionist: You are right. Would you like a room on
the ground or on the second floor?
Mr. Hans: The ground sounds perfect to me.
Receptionist: Here is your room key, number 21, next
to the pool. The bellboy will show you the way. Have
a nice stay.
Mr. Hans: Thank you very much.

15. -14-
Listening text: Asking to communicate with someone.
Speaking skills focus: Asking and giving information on the phone.
Listening skills focus: Listening for specific information.
Vocabulary: Using new vocabulary related to the topic.
Introduction to the topic
Brenda is a receptionist in an office in Costa Rica. Notice how she answers the phone. Then, practice
the pronunciation with a partner.
Brenda: Office Centro Colon, Brenda speaking. How can I help you?
Customer: This is Mr. Brown speaking, may I speak to Luisa Olivares?
Brenda: Just a moment! She is at a meeting right now. May I take your the message?
Customer: Yes, thanks. Could you ask her to call me back, please?
Vocabulary: useful expressions
Work with a partner: Complete the dialogue with the expressions from the box.
Can I leave him a message?
Could you spell your last name?
Can I help you?
I’m afraid he’s in a meeting.
Could you hold on?
Lesson 2. Hello, can I help you?

16. -15-
Dialogue: A Phone Call
At the Lane Company
Secretary: Good morning, Lane Company, Miss Brown speaking. _______________________?
Who’s speaking?
Client: Good morning, this is Mr. Johnny Hernández. May I speak with the manager?
Secretary: Just a moment, ____________________________, please?
some minutes later...
Secretary: Thank you for holding. _________________________right now.
Client: _____________________________, please?
Secretary: Certainly, sir.
Client: Please, tell him to call Mr. Hernández back, from Los Veleros Hotel as soon as possi-
ble. My phone number is 2622-51-02
Secretary: Excuse me, ______________________, please?
Client: Sure, it is H- E- R-N- A- N-D- E-Z
Secretary: H- E- R-N- A- N-D- E-Z. My pleasure!
Client: Thank you, bye!
Secretary: You’re welcome, bye!
Listening practice
Listen to the conversations and fill out the message forms.
Encanto Hotel
Beach Resort
MESSAGE FORM
Date:______________ At:________
Caller´s name:_____________________________
Caller´s phone number:______________ext:______
Message : ____ call back _____ change appointment
_____did not want to leave a message
To:_________________________________
Receptionist:___________________At:____
Brisas Restaurant
MESSAGE FORM
Date:______________ At:________
Caller´s name:________________________
Caller´s phone number:______________
ext:______
Message : ____ call back _____ change ap-
pointment _____did not want to leave a mes-
sage
To:_________________________________
Receptionist:___________________At:____

17. -16-
Vocabulary: Working with unknown words
Join a partner. Discuss with a partner the steps to follow in order to answer a phone call in a front
desk. Number them from 1 to 6.
_____________ Reply the client´s question and provide further information about the company.
_____________ Begin the phone conversation with a greeting.
______________ We must say the company and the speaker’s names.
______________ Say bye.
______________ Listen to the client´s question carefully.
______________ Make sure the customer is satisfied.
Speaking practice
For each of the phone conversations below choose a partner. Each of you take a different role in
Conversation 1 and in Conversation 2.
Situation 1:
Student A is a very polite receptionist at ABC Motors and student B is a client who leaves a message
for Ms. Vermont, the manager of the company.
Situation 2:
Student A is Mr.Wilson calling from 202 34 56 78 and wants to contact Ms.Vermont. He leaves her
a message to cancel an appoinment they have tomorrow. Student B pretend to be her personal
assistant and takes the message for her.
Encanto Hotel
Beach Resort
MESSAGE FORM
Date:______________ at:________
Caller´s name:_____________________________
Caller´s phone number:______________ext:______
Message : ____ call back _____ change appointment
_____did not want to leave a message
To:_________________________________
Receptionist:___________________At:____
1

18. -17-
Listening text: Identifying main ideas.
Speaking skills focus: Expressing apologies.
Listening skills focus: Recognizing unknown vocabulary.
Vocabulary: Using new vocabulary related to the topic.
Introduction to the topic
Join a partner: Match the sentences from with their corresponding pictures from 1. to 5.
a. The customer was overcharged.
b. She received a wrong order.
c. The clerk did not listen to the customer.
d. The order was delayed.
e. The sales clerk is too busy.
Lesson 3. I am terribly sorry!
1 2
3 4
5

19. -18-
Listening practice
Listen carefully to your teacher saying the following expressions and questions.
Circle the one you hear.
1. He is here already. Could/Would you open the door?
2. She does not answer the phone. Would/Could you like to hold the line?
3. The manager is not in the office. Could/Would you like to leave her a message?
4. This coffee is too hot. Would/Could you put some ice in it?
Listening text. Listen to two people talking about complaints. Are they polite or impolite?
Practice it with a partner.
Clerk: Hello sir, What can I do for you?
Customer: Thanks, I just need to change my ticket.
Clerk: What seems to be the problem?
Customer: I can´t take the 2 pm bus to San José.
Clerk: Sure, no problem. Well, is the 3 o´clock bus fine?
Customer: Oh, that will be wonderful!
Clerk: Let me take care of that, sir.
Customer: Thank you so much.
Useful expressions
How may I help you?
Thanks.
Let me take care of that.
Thanks so much.
That will be wonderful!
Vocabulary practice: working with unknown words.
Read the given sentneces carefully and complete them with the missing words or expressions from
the box.
a. Come b. Good idea c. Take care of d. Problem e.Thanks
1. There seems to be a ____________________ with our television.
2. Let me ____________________ that problem right away.
3. Let me check with the waiter if he can ____________________ to your room.
4. ____________________ a lot for all your help.
5. It is a ____________________ to make sure everything is fine.

20. -19-
Speaking practice
Work with a partner. Choose one of the situations below. Then present it in front of the class. Use
the expressions provided.
Situations
• Your business does not accept credit card
• You got a wrong order
• The bill is not right
• The service is too slow
Use these expressions:
I am sorry to hear that…
Let me take care of it.
That is too bad!
This won´t happen again!

21. -20-
Listening text: Identifying new vocabulary.
Speaking skills focus: Describing goods and services.
Listening skills focus: Recognizing familiar words.
Vocabulary: Using new vocabulary related to the topic.
Introduction to the topic
Match the vocabulary with the pictures below.
a. Gas station
b. Hospital
c. Airport
d. Post office
e. High School
f. Restaurant
g. Bus station
h. Church
1 2 3
_____________________ _____________________ _____________________
Lesson 4. My Favorite Place
4 5 6
_____________________ _____________________ _____________________
7 8
_____________________ _____________________

22. -21-
Listening practice
Listen to the dialogue and complete it with the missing words.
A: Betty, is there good a karaoke bar in your _______________?
B: Yes, there’s an excellent one on the other side of the____________. It’s my favorite one!
A: Are there other ___________ such as a nice _____________ too?
B: Sorry, I don’t know.
A: Well,there is a good _____________ to eat and watch the popular match between the best teams
of the ____________ (Heredia and Alajuela).
VOCABULARY: Recognizing vocabulary related to the topic.
A. See the pictures below and write the correct word about places in the community. Write the
names of the corresponding places in the blanks.
1 2 3
_____________________ _____________________ _____________________
4 5 6
_____________________ _____________________ _____________________
a. Country
d. Places
b. Restaurant
e. Neighborhood
c. Town
f. Dance clubs

23. -22-
B. Look at the pictures in exercise A and then write the number in the appropriate blank.
a. _____I can order some delicious food in this place.
b. _____People can buy a juice here.
c. _____I can buy medicine.
d. _____I can get information about bus service.
e. _____I can mail a letter in this place.
f. _____People can get a haircut here.
g. _____People can buy a cake here.
h. _____I can cash money here.
i. _____I can ask people for help.
j. _____I can get a doctor´s checkup.
10
_____________________
7 8 9
_____________________ _____________________ _____________________

24. -23-
SPEAKING PRACTICE
A. Look for a partner and talk about your town. Use the vocabulary from the boxes. Use the fol-
lowing questions to guide the conversation.
1) What is it like? (big, small, beautiful, crowded)
2) Is it a hot place or is it cool?
3) Are there beaches, or mountains? (how many)
4) Is it safe or dangerous?
5) Is it noisy or quiet? Do people respect privacy?
B. Work in pairs: Draw a map of your town and tell each other where the most important places
in my hometown are located. Be sure to use the vocabulary studied before. and the one in the box
(Prepositions).
Other Useful Expressions:
• There is a restaurant on the corner.
• There isn´t any library.
• There are two drugstores.
• It’s between the supermarket and the shoe store.
• It’s across from the gas station.
• Of course, there is one.
Prepositions:
On
Next to
Near
Close to
Across from
Opposite
In Front of
In Back of
Behind
Between
On the corner of
Forward
Back
Go ahead
Down the street.
Straight ahead
Expressions:
There is
There are
There isn´t
There aren´t
Is there?
Are there?
Sorry, I don’t know.
I am not sure but I
think….
Of course there is one

25. -24-
Listening text: Listening for specific information.
Speaking skills focus: Asking and giving information about my hometown.
Listening skills focus: Listening for specific information.
Vocabulary: Working with unknown vocabulary.
Introduction to the topic
Analyze the information below; a simple menu from the Campeón Restaurant, activities at the City
Hall and the bus schedule at the bus station. Answer the given questions from 1 to 5.
Lesson 5. Services in my Hometown
El Campeón Restau-
rant
City Hall At the Bus Station
Chips
Potatoes chips
Yucca chips
Plantain chips
Regular: $ 1.00
Large: $1.50
Snacks
Fried chicken: $ 2.00
Chalupas: $ 2.50
Hamburguers: $ 2.75
Empanadas: $1.50
Beverages
Orange juice: $1.50
Fruit punch: $1.50
Papaya shake: $1.75
Lemonade : $1.00
Wednesday night
Construction plans
Monday
Tax reports
Every Saturday
Community assemblies
Thursday
Water service request
Tuesday
Environmental impact inspec-
tions
San Jose- Colorado vice versa
6am - 12 md - 6 pm
Las Juntas – Colorado
Every hour
Colorado San Buenaventura
Every two hours
Colorado - Nicoya
7 am - 12:30 pm - 6 pm
Tickets available here at the
main building across from the
Red Cross.

26. -25-
1. Excuse me. How I can I get to Nicoya? Where can I buy the tickets?
2. What kind of food does Tico Fried Restaurant offer?
3. Is there a place where I can pay for the property taxes?
4. When is the local government held?
5. How often does the bus to San José run?
Listening for specific information
Listen to the airport announcement carefully and complete the chart with the required information.
Vocabulary: Working with new vocabulary
What kind of service is provided?
Read the vocabulary above and write the appropriate name of the place in the blanks from 1. to 9.
1. ____________ is a place that gives security to the whole city.
2. ____________ provides people’s care.
3. ____________ fights against fires and natural disasters.
4. ____________ repair cars in town.
5. ____________ a place where people take flights.
6. ____________ is a place where people order food.
7. ____________ a place where people to send postcards.
8. ____________ help people travel to different place.
9. ____________ is a place where people pay the property taxes.
Airlines Delta Canada 2000 Avianca
Time
Gate
Flight number
Status
a. Fire Deparment
d. Airport
g. Police station
b. Garage
e. Post office
h. Hospital
c. Travel agency
f. Restaurant
i. City Hall

27. -26-
Student A:
You are the customer requesting specific information about a place. Write down the missing
information in the empty spaces inside the chart.
Juan Santamaría Airport Flight Information
DEPARTURE
SJO
ARRIVE
MIA
AIRLINE FRECUENCY DURATION
5:05 am 6:20 am Lufthansa Daily
8:35 am Daily 1 h / 15 min
10:00 11:15 am Jet Blue Only Frid 1 h / 15 min
11:00 am 12:15 pm Delta Airlines Daily 1 h / 15 min
8:00 am Travel Air Only Sat
3:00 pm 4:15 pm Daily 1 h / 15 min
Use the information questions below. What, when, what time, how long, which
Student B:
You are a travel clerk giving information to a customer.
Juan Santamaría Airport Flight Information
DEPARTURE
SJO
ARRIVE
MIA
AIRLINE FRECUENCY DURATION
5:05 am 6:20 am Lufthansa Daily 1 h / 15 min
7:20 am 8:35 am COPA Daily 1 h / 15 min
10:00 11:15 am Jet Blue Only Frid 1 h / 15 min
11:00 am 12:15 pm Delta Airlines Daily 1 h / 15 min
8:00 am 8:00 am Travel Air Only Sat 1 h / 15 min
3:00 pm 4:15 pm Us Airway Daily 1 h / 15 min
• Greet the customer.
• Offer him / her help.
• Use the this chart to give your information.
• Answer his/her questions.
• Give additional information.
• Say good bye.
Speaking practice
Work with a partner: Role- play the following situation.

28. -27-

29. Tourism in Costa Rica
Chapter 2

30. -29-
Listening text: Tourist attractions in Costa Rica.
Listening skills focus: Recognizing technical language.
Vocabulary: Using new vocabulary related to the topic.
Speaking skills: Talking about tourist attractions in Costa Rica.
Introduction to the topic
At the Airport
Join a partner: Write a check mark (√ ) to the ten words related to the airport.
Join a partner: Answer the following questions.Then, discuss them orally with the rest of the class.
1. What is a tourist?
2. Why do people travel?
3. What jobs are available in the tourism sector?
4. Why are tourists important for the country´s economy?
5. Which are the two main airports in Costa Rica?
Listening practice
Listen to the speaker talking about the tourism sector in Costa Rica and complete the text with the
words in the boxes below.
Lesson 1. Tourism in Costa Rica
____ hotel _____take off ______flight tickets ____ taxi
____ pilot _____aircraft ______runway ____ custom
____ security _____crew _____ counter ____carry on
____magazine _____passport _____ stewardess _____trolley
Attractions
Visitors
Benefits
Tourists
Accommodations
Job opportunities
Travelers
Countries

31. -30-
The Tourism Sector in Costa Rica
Every year thousands of __________ choose to visit Costa Rica as their holiday destination. A tourist
is someone who travels outside his/her own country. Recent reports from Instituto Costarricense
de Turismo (ICT) indicate that most ________ come to Costa Rica from different countries. However,
most tourists come from North America (United States and Canada). Tourists enjoy Costa Rica´s
________ because it has excellent weather, friendly people, abundant wildlife, and exotic beaches.
Most ___________ look for different _____________ ranging from luxurious hotels to inexpensive lodges
where they can relax and learn about the Costa Rican culture. Local people can ___________ from
the tourism activity in different ways. Many locals can find _______________ dealing with tourists
working in hotels, restaurants, travel agencies, among others.
Vocabulary: working with unknown words
Read the vocabulary below and complete the given sentences from 1. to 5. with the most appro-
priate word from the list.
1 People who work in tourism can get a lot of _______________.
2 Guanacaste has a lot of tourist _________________for visitors.
3 Hotels and cabins are examples of _____________________.
4 A ________is someone who enjoys visiting different destinations.
5 The tourism activity offers many ____________________.
Speaking practice
Pick one of the following tourist attractions and be prepared to give information an oral presenta-
tion about it. Bring pictures.
Palo Verde National Park
Arenal Volcano
Santa Rosa National Park
Rincón de la Vieja National Park
Samara Beach
Tamarindo Beach
Monteverde Cloud Forest
a. Tourist
d. Attractions
b. Accommodations
e. Benefits
c. Job opportunities

32. -31-
Listening text: Identify types of tourism in Costa Rica.
Speaking skills focus: Talking about different types of tourism.
Listening skills focus: Listening for specific information.
Vocabulary: Working with unknow words.
Introduction to the topic
Match the following statements with the pictures below. Write a letter from A, B or C in each of
the blanks.
1. __________ This type of tourism is characterized for people enjoying natural resources.
2. __________ Tourists are interested in learning about architecture, customs and traditions
from a city.
3. __________ Tourists enjoy enhancing their beauty.
Listening practice
Listen to three different conversations. Circle the appropriate answer.
1. In conversation 1, the tourist wants to buy __________________.
a) clothes
b) food
c) presents
2. In conversation 2, the tourist wants to see __________________.
a) crocodiles
b) seabirds.
c) monkeys
3. In conversation 3, the tourist wants to _________________.
a) go on a diet
b) have a doctor´s appointment
c) have a surgery
Lesson 2. Types of Tourism in our Country
A B C

33. -32-
Vocabulary: Working with unknown words.
Read the list of types of tourism that people experience around the world. Complete the sentences
from 1. to 6. with the most appropriate type. Write the correct name in each blank.
1.___________ Through this type of tourism people participate in important meetings, exhibitions
and special events.
2.___________ Through this type of tourism people like to attend workshops, and courses abroad.
3.___________ Through this type of tourism people receive holiday’s packages for achieving
sale records.
4.___________ Through this type of tourism people visit countries where health surgeries are cheap-
er than in their home country.
5.___________ Through this type of tourism people enjoy participating in activities such as white
river rafting and skydiving.
6.___________ Through this type of tourism people enjoy experiencing new lifestyles, visiting
festivals and traditions.
SPEAKING PRACTICE
Work in pair: Choose one of the situations below, prepare a dialogue following the information and
act it out. then act it out in front of the class. Be creative!
a. Medical Tourism
d. Cultural Tourism
b. Business Tourism
e. Adventure Tourism
c. Incentive Tourism
f. Educational Tourism
Diana is a 25 years
old American tourist,
looking for
information
about adventure
activities.
Mark is a 35 years
old Canadian
tourist, looking for
information about
places to get a dental
care procedure.
Maria is a 60 years
old woman, looking
for information about
a typical festival in
your community.

34. -33-
Listening text: Identifying important information about the history of my hometown.
Speaking skills focus: Talking about attractions in my hometown.
Listening skills focus: Listening for specific details.
Vocabulary: Using new vocabulary related to the topic.
Introduction to the topic
Working individually, look at the given pictures carefully. Write in the blanks the words that best
describe each of them.
Work ndividually use the same pictures from the previous exercise to answer
the following questions. Then, get in pairs and compare them with your
partner’s.
1. Do you like tourists?
2. Why are tourists important?
3. What are some of most important attractions in your community?
4. What accommodations can be found in your community?
Lesson 3: Colorado as a Tourist Destination
a. Mangrove
b. Forest
c. Mud
d. Roots
e. Trail
f. Horse
g. Tourist guide
h. Leaves
i. Trees
j. Plants

35. -34-
LISTENING PRACTICE
Listen to the information about Abangares. Circle the correct answer.
1. Abangares was founded in ________
a. 1950
b. 1595
c. 1915
2. What is the population of Abangares?
a. 17.605 inhabitants
b. 17.635 inhabitants
c. 1.735 inhabitants
3. Which agricultural activity is NOT mentioned in the listening text?
a. Mango
b. Rice
c. Sorghum
4. The climate in Abangares is mostly____________
a. warm
b. chilly
c. dry
5. Which highway is mentioned in the text?
a. Pacific Highway
b. Peninsula Highway
c. Pan-american Highway.
Vocabulary: Working with unknown words
Match each of the words on Column A with its corresponding definition on Column B.
Column A Column B
a. Coast________ 1. A food ingredient.
b. Visit________ 2. A side along the ocean.
c. Weather________ 3. A positive emotion to something.
d. Salt ________ 4. An action of travelling to see something.
e. Exciting________ 5. Climate condition.

36. -35-
Vocabulary practice
Read the conversation carefully. Then, complete it with the missing words from the list.
Planning a trip to Colorado
Mario: Hi, Sofia, how have you been?
Sofia:______and you? Where are you going?
Mario: Well,I am here to take a bus to Colorado,on the Pacific _______of Costa Rica.Can you believe it?
Sofia: How_________! Tell me about it. What can you see there?
Mario: Sure, this is my ________ time visiting this place, but I have heard ________ things about it.
Sofia: Why are you going to ______ there, exactly?
Mario: This place has a nice ____________and it is located alongside the Nicoya Gulf. It has a lot of
biodiversity for example: islands, mangroves and wildlife there.The best of all is the production of
________and shrimp.
Sofia: It sounds really interesting. I _______eating shrimps. Maybe I should plan a trip to this place
next time.
Mario: Yes, don´t miss the opportunity to _______this place if you are on vacation or have a chance
to go. .
Sofia: See you _________, Mario. Let´s keep in touch.
Speaking practice
Select one of the best places to visit in your country and prepare an oral presentation. Make sure
you include information about the topics listed below:
Location
Transportation
Services
Weather
Traditions
Activities to do there
a. Exciting
d. Coast
g. Fine
j. Later
b. Love
e. Visit
h. Go
k. Weather
c. Good
f. Salt
i. First

37. -36-
Listening text: Tourist Attractions In Costa Rica.
Speaking skills Focus: Talking About Tourist Attractions In Costa Rica.
Listening skills Focus: Listening For Specific Information.
Vocabulary: Working With Synonyms.
Introduction to the topic
Join a partner: Answer the following questions orally.
1. What natural attractions are there in your region?
2. Describe some of the attractions identified in your region.
3. Would you like to visit any of those natural attractions? Why?
Look at the pictures carefully and match them with the descriptions. Write a number from 1 to 3 in
the corresponding blanks.
_______Riding a horse into the forest.
_______Learning how to make pottery is a wonderful experience.
_______Taking a walk in the trails through the mangrove trees.
Listening practice
Listen to some information about the main tourist attractions in Abangares.Write them in the co-
rrect order. according to the order they are mentioned in the recording.
Lesson 4: Sightseeing in Town
1 2 3
Shrimp production
Salt production
Bird sanctuary
Wonderful views
1.________________
2.________________
3.________________
4.________________

38. -37-
Vocabulary: Working with synonyms
What is a synonym?
A synonym is a word or phrase that has the same meaning or nearly the same as another word or
phrase in the same language. For instance, car/automobile and work/job. Examples:
Car = automobile
Work = job
Write each of the words inside the red box in the blanks next to its corresponding synonym from 1. to 9.
Vocabulary practice
Read the sentences below and complete each of them with the correct word from the list.
Neighborhood - beautiful - trail - gulf - view
1. Yucca Island does not have any __________to hike.
2. Colorado ______________is a small and interesting place.
3. The Pacific _________is a tourist attraction.
4. Cerro Mar has a fantastic ________of the gulf.
5. Guanacaste has a __________weather all year round.
Actions
Bay
Seashore
Situated
Small Town
Scenery
Gorgeous
Close
Place
Path
1. Beautiful ______________
2. View ______________
3. Near ______________
4. Coast ______________
5. Area ______________
6. Trail ______________
7. Neighborhood ______________
8. Located ______________
9. Activities ______________

39. -38-
Speaking practice
Choose one of the natural attractions in your region and give an oral presentation about it. Bring
any audiovisual material that may be useful for you.
• Location
• History
• Weather
• Means of transportation to get there
• Activities to do there

40. -39-
Listening text: Listening for specific information.
Speaking skills focus: Describing tourist attractions.
Listening skills focus: Listening for specific information.
Vocabulary: Working with unknown words.
Introduction to the topic
Match the pictures with the vocabulary in the box. Write the letter from A to F in the blanks to
show the relation.
1. Bird watching ____________
2. Boat tours ____________
3. Trekking ____________
4. Canopy Tour ____________
5. Rafting ____________
6. Crocodile safari ____________
Lesson 5: Discovering Tourism In Colorado
A B C
D E F

41. -40-
Listening for specific information
Listen to three different conversations and answer the following questions with specific information.
Listening #1
What does the tourist want to do?
She wants to ____________
How long does the tour take?
The tour takes _______hours.
Listening #2
How much does the tour cost?
It costs _________
How many people are going to take the trip?
______people are going to take the trip.
Listening #3
Which tour do the tourists want to take?
They want to take a ____________ tour.
How many people are going to take the trip?
Around ______people interested in the tour.
Vocabulary: Working with unknown words.
Complete the sentences with the following words in context:
a. memorable b. souvenirs c. boat d. destinations e. sightsee
1. Costa Rica has wonderful tourist _______________
2. My family would like to _____________to go fishing tomorrow.
3. There is a lot to ___________in this town.
4. I had a _______________time visiting this region.
5. I need to buy some ________________for my friends.

42. -41-
Speaking activity
Work with a partner: Select a vacation spot you would like to visit. Find out about available flights,
cost, time, and date departing/ arriving. Record the URL of the website you get the information
from. Give a report to the class. Bring any audiovisual material to the class.
Accommodations:
Type:
Name:
Cost/ night:
URL:

43. Hospitality
Chapter 3

44. -43-
Listening text: Learning about types of hotels.
Speaking skills focus: Comparing different hotels.
Listening skills focus: Listening for specific information.
Vocabulary: Working with technical words.
Introduction to the topic
Look at the pictures and match them with the appropriate definition; a., b. or c.
a.__________ an ideal place to watch wildlife and enjoy beautiful sceneries.
b.__________ a perfect spot to practice water sports and enjoy sunny weather.
c.__________ an ideal place to take tours to visit museums and landmarks.
Lesson 1. Choosing the Right Hotel
1 2 3

45. -44-
Listening for specific information
Listen to the text and complete the missing information. Use the words inside the red box.
Hotels in Costa Rica
Hotels in Costa Rica became popular in the year _______ with Grupo Martha.
During this time Mr. Monge _______ the Irazú hotel opened for the first time.
_______, it is known as Best Western Irazú Corporation. The construction
of this hotel was a product of satisfying needs for __________travelers from
North America who seek to enjoy the abundant ________ and beauty of natural
resources of the country. Mr. Monge’s ______ did not stop there. He _________
the Best Western Irazú Hotel and Casino and it became the largest hotel in
Central America.
Vocabulary: working with unknown words.
Work with the partner: Match the words with their definitions below.
1._______ Supervised, inexpensive lodging place for travelers, especially young travelers.
2._______ Small wooden house, especially in a mountain area.
3._______ Small but exclusive hotel that offers customers with an exceptional service at a
reasonable price.
4._______ Place that offers overnight accommodation with basic amenities.
5._______ Place that offers breakfast included in the room.
6._______ Overnight hotel facility, located along the road with facilities except for parking space.
7._______ Set of rooms in a large building, used as a separate living unit.
8._______ Place that provides lodging, meals, and other guest services such as laundry, casinos
and spa.
9._______ Overnight lodging with an American or European breakfast plan, ranging from a spare
room in a private home to a boarding house.
dreams
expanded
wildlife
lodging
opened
1969
today
a. Chalet
d. Apartment
g. Lodge
b. Guest house
e. B & B Inn
h. Hotel Boutique
c. Motel
f. Hotel
i. Hostel

46. -45-
Speaking activity
Work with a partner: Use the brochures of the hotels in town that you were asked to bring to the class.
Student A:
You are a travel agent giving information about different hotels in the country to spend a holiday.
Choose the most suitable type of hotel for each one of the guests. Give the reasons why guests
should choose certain type of hotel.
Student B:
You are one of the guests from the list provided. Ask for information about accommodations and
facilities offered in the hotels.
Guest 1
Mary is a Korean, 35, retired woman who wants to spend a week holiday with her mother who has
mobility problems. They love sunny weather. They just want to relax in a quiet place. They don´t
want to cook or eat cheap food.
Guest 2
A group of five young college students seek to have a trip to find accommodation in a wonderful
place with a lot of excitement. They enjoy outdoor activities such canopying, hiking trails and air
tram.
Guest 3
A retired couple from Switzerland would like to spend a holiday in a country. They are interested
in attending workshops and visiting historical sites.

47. -46-
Listening text: Describing rooms in a hotel.
Speaking skills focus: Check guests in / out.
Listening skills focus: Listening for specific information.
Vocabulary: Working with related words.
Introduction to the topic
1. Is there a TV in your house? Where is it?
2. Is your bedroom big or small?
3. How many beds are there in your bedroom?
4. Describe your own room
The following list includes the objects you usually find in a bedroom. Try
to guess which these incomplete words are.
a) p _ ll _ w
b) r __ __m
c) b _d
d) w _nd __w
e) c __rt __in
f) bl __nk __t
g) l __mp
h) __igh__t __bl__
Lesson 2: Booking a room

48. -47-
Listening for specific information
Listen to the conversation and check ( √ ) the objects mention in the audio.
a) ____ night tables f) ____ cable television
b) ____ table g) ____ internet access
c) ____ refrigerator h) ____ chairs
d) ____ lamps i) ____ desks
e) ____ iron table j) ____ double beds
Vocabulary: using technical word(s).
Complete the given information in the options from 1. to 6. with the words in the box.
1. I am sorry sir, we are ______________ for tonight. You may try Las Palmas Hotel across the street.
2. All right Madam. The__________________ will help you with your luggage.
3. I would like to have a ________________ at 7:00 am, please.
4. All the rooms have a ________________, which contains all kinds of snacks and beverages.
5. Our _____________ time is 2pm. Please call the front desk if you need to stay longer.
6. This hotel is not totally booked. There is much__________.
Speaking practice
Join a partner: write a conversation based on the information given about the two hotels. Decide
which hotel you would like to stay at this weekend. Be creative!
HOTEL AEROPUERTO Ranking 8.0
It is situated in the beautiful town of Santa Cruz. Rooms are fulled equipped with air conditioning,
cable TV, minibar, wifi and large swimming pool. Breakfast included.
HOTEL LAS BAULAS Ranking 7.5
This hotel is situated in the beach of Matapalo. It is surrounded by an astonishing view to the gulf
of Nicoya. It is near the Las Baulas Marine Park. The hotel offers small private rooms with rustic
furniture. It has air conditioning, cable TV and a minibar.
a. Vacancy
d. Bell boy
b. Minibar
e. Wake up call
c. Check out
f. Fully booked

49. -48-
Listening text: Describing hotel services.
Speaking skills focus: Offering hotel services.
Listening skills focus: Listening for main ideas.
Vocabulary: Working with unfamiliar words.
Introduction to the topic
Think about any specific hotel in town. Tick (√ ) the services most hotels have.
Listening for specific information
Listen to the speaker and complete the sentences with one of the words from the list below.
a. Bar
b. Restaurant
c. Room service
d. Parking
e. Loundy
f. Pool
g. Check in
h. Check out
1.__________It is available until 9:30 pm.
2.__________it is offered two days a week.
3.__________It is offered before 10 am.
4.__________It opens at 5 pm.
5.__________It is available any hour of the day.
Lesson 3: Hotel Services and Facilities
______ 24 hours room service
______ Mail service
______ Doctors
______ Laundry
______ Parking
______ Satellite TV
______ Safety box
______ Sauna and fitness rooms
______ Porters
______ Shuttle service
______ Online shopping
______ Express service

50. -49-
Listening for specific information
Listen to the conversation and answer the following questions.
1. Which room is the guest in?
2. What service does the guest want?
3. Who is in the room right now?
4. When are the guests leaving?
Vocabulary practice
Read the listed vocabulary about services and complete the sentences. Fiil in the blanks with the
best option.
1. There is a good _______ service in this hotel. You can get the password in the front desk.
2. Let’s get ________________tonight. I’m tired and I don’t want to dine out tonight.
3. Let`s check if this hotel has ______service. I don`t have any more clean clothes to wear tomorrow.
4. Is there a _________service in this hotel?. I need to go to the airport to pick up my wife.
5. Hey, listen “the super bowl” is today. I wonder if this hotel has a __________to watch the game.
6. Excuse me, where is the ____________? I am really hungry!
7. I heard the conference will be held in Russian. We definitely need a ____________service to
understand everything that is going to be said.
8. I am getting over weight these days. I need to find out about a ____________here.
9. Don`t worry about the car safety. The ______________has a 24 hour guard.
10. I wonder if this hotel has a ________. My muscles really hurt because of too much stress.
Speaking practice
Work with a partner: Choose one of the situations below and perform a conversation based on
the topic.
1. Jenny is in room 202 and wants to order a large ham and cheese pizza with a bottle of water.
Room service.
2. John is a guest at the Parador hotel. He needs to get to the airport in 20 minutes to catch a
flight. Shuttle service.
3. Mark and Lisa are guests at the Diria Hotel. They need to find out about fitness club service in
that hotel. Fitness club service.
a. Room service
b. Laundry
c. Restaurant
d. Parking
e. Translation
f. Spa
g. Fitness club
h. Satellite TV
i. Shuttle
j. Wi- Fi

51. -50-
Listening text: Taking food orders in a restaurant.
Speaking skills focus: Asking and giving information about for a restaurant.
Listening skills focus: Listening for specific information.
Vocabulary: Working with unfamiliar words.
Introduction to the topic
1. Classify the following vocabulary into the different categories of foods and drinks.
Listening for specific information
Listen to the following conversation and complete the missing information.
At the Restaurant
Waiter: Good evening, welcome to Las Olas Restaurant.
Client: Good evening! _______________, please.
Waiter: Sure. Where would you like to sit?
Client: Over there,_______________.
Waiter: Would you like to have a drink? Here is the menu.
Client: Yes, I will have a _______________, please.
Waiter: Can I take your order?
Lesson 4: Ordering Food in a Hotel Restaurant
Main dishes Beverages Desserts
a. Pizza
d. Milk
g. Fish Filet
j. Apple Pie
m. Cookies
b. Cold Beer
e. Pasta
h. Tea
k. Coffee
n. Ice Cream
c. Fruit Punch
f. Orange Juice
i. Chicken Salad
l. Fried Chicken
ñ. Rice Puddin

52. -51-
Client: Yes, for a starter, I will have an ayote cream, and for the main course roasted chicken, green
salad, _______________and tortillas, please.
Waiter: Would you like a dessert? I have coffee or _______________.
Client: Not thanks. We are fine. Can we have _______________please?
Waiter: I will be right back.
Vocabulary practice
Read the statements below and put a tick (√ ) in the correct answer.
A. Excuse me, can I help you?.
Yes, do you have any free table? Is that all?.
B. May I see the menu, please?.
Nothing else, thank you. Yes sir, here it is.
C. Do you have any dessert?.
Enjoy your meal Yes, we have fruit salad.
D. Was everything alright?.
Yes, there is one over here Thanks, that was delicious.
E. Can I get you any drink?.
Yes, please The bill please.
F. Are you ready to order?.
Not yet. It’s ten dollars.
G. What do you recommend me? I’m on a diet.
Vegetable salad Sure, I will call the manager.

53. -52-
Speaking practice
Situation: Work in pairs and perform a telephone conversation with a partner. Read the cards and act
them out orally.
Card 2
You receive a phone call from
your best friend inviting you
to go to the cinema tonight.
Tell him/ her that you are at a
restaurant having dinner. Invite
him /her to come.
Card 1
You would like to invite your best
friend to watch a good movie
tonight. Ask him / her about the
plans for tonight.

54. -53-
Listening text: Understanding guests complaints.
Speaking skills focus: Giving solutions to hotel problems.
Listening skills focus: Listening for main ideas.
Vocabulary: Working with unfamiliar words.
Introduction to the topic
Look at the pictures about hotel complaints. Match the pictures with the appropriate
information.
______ Many hotels undergo maintenance and repairing during the low season.
______ Guests are not usually satisfied with the service provided by the hotel.
______ Some hotel facilities are not available for guests.
Listening exercise
A. Listen to the conversation carefully and write a check mark (√) in the blank to indicate if the sta-
tement is True or False.
False True
1. Mario is a front desk clerk. ____ ____
2. The guest is calling from outside the hotel. ____ ____
3. The hotel does not have hot water service. ____ ____
4. The receptionist will go to fix the problem. ____ ____
5. The receptionist can not hear very well. ____ ____
Lesson 5. Dealing with Hotel Complaints
A B C

55. -54-
Vocabulary: working unfamiliar words.
Work with a partner: Write the words in the corresponding column.
Positive Negative Both
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
________________________________
Beautiful
Clean
Dirt
Hot
Expensive
Small
Big
Far
Soft
Hard
New
Cheap
Old
Neat
Wonderful
Cozy
Heavy
Broken
Cold
Fresh
Disgusting
Interesting
Frustrating
Annoying
Busy

56. -55-
Read the following sentences and complete them with the
appropriate word from the list given in the previous exercise.
1. We had a wonderful vacation at Hotel El Parador. Our room was very clean and _____________. It
was carefully decorated.
2. We did not have to dress _____________ for dinner every night.
3. We are all feeling ____________with all this work. We need to take a vacation soon.
4. I cannot believe it! We paid a lot for this _____________hotel.Everything seems not to be working
properly.
5. Our hotel room seems to be ______________. I have tried to get in and it has been impossible.
Let´s get some help.
Speaking practice
Work with a partner: Read the situations below. Perform a role-play using the roles described.
Be creative!
Student A
You are the guest of a prestigious hotel in town.You are experiencing a difficult time getting things
done in your room. You finally decide to talk to the manager about this inconvenient.
Student B
You are the manager of a hotel. You and your guest are discussing the issues happening in the hotel.
Offer him /her apologies for the inconvenient. Try to persuade the guest about a compensation for
everything that has happened.

57. Answer Key

58. -57-
Lesson 1: How do you do?
Introduction to the topic
1. Receptionist
2. Student
3. Dog trainers
4. Photographer
5. Tourist guide
6. Model
Listening practice
1 She is a chef
2. He is married
3. He lives in Colorado
4. She works in a hotel
Conversation
At the tourist information office
Clerk: Hello sir, My name is Luis. How can I help you?
Customer: Thanks. I just need to get a taxi to the airport.
Clerk: Certainly, I will be with you in a moment.
Customer: Thanks.
Vocabulary
1. Video games
2. Police Station
3. Post Office
4. Restaurant
5. Barber shop
6. Cinema
7. Bus station
8. Hospital
9. Drugstore
Chapter 1: Customer Service

59. -58-
Lesson 2: Hello, can I help you?
Dialogue: a phone call
1. Can I help you?
2. Could you hold on
3. I’m afraid he’s in a meeting
4. Can I leave him a message?
5. Could you spell your last name
Listening practice: Taking messages
Conversation 1
Receptionist: Good afternoon, Encanto Hotel Recepcion, how may I help you?
Caller: I would like to talk with Paul Anderson, he is in the room number 2.
Receptionist: I am sorry. Mr. Anderson is not in the room.
Caller: Can I leave him a message?
Receptionist: Certainly, sir.
Caller: Please tell him to call back to Mr. Smith as soon as possible. My phone number is
22991-53081. Thank you, bye.
Receptionist: You are welcome, bye.
Conversation 2
Receptionist: Good afternoon, Brisas del Golfo Restaurant, how may I help you?
Caller: I have an appointment with Mr. Clark, but I cannot get there. Could you give him my
phone number? It is 28832-25874.
Receptionist: Certainly, sir.
Caller: Thank you, bye.
Receptionist: You are welcome, bye.
Vocabulary: recommended answer
4______Reply the client´s question and provide further information about
the company
1______Begin the phone conversation with a greeting.
2______We must say company´s and speaker´s names
6______Say the farewell.
3______Listen to the client´s question carefully
5______Make sure the customer is satisfied.
Lesson 3: I am terribly sorry!
A.2
B.5
C.1
D.3
E.4

60. -59-
Introduction
Listening practice
5. He is here already. Could /Would you open the door?
6. She does not answer the phone. Would/Could you like to hold the line?
7. The manager is not in the office. Could/Would you like to leave her a message?
8. This coffee is too hot. Would/Could you put some ice in it?
Vocabulary practice
1. Problem
2. Take care of
3. Come
4. Thanks
5. Good idea
Lesson 4: My Favorite Place
Introduction to the topic
Listening practice
Vocabulary
Lesson 5. Services in my Hometown
Introduction to the topic
1. At the main building across from the Red Cross
2. Fast food
3. At the City hall
4. Every Saturday
5. Three times a day
1. High School
2. Church
3. Restaurant
4. Hospital
5. Bus station
6. Gas station
7. Airport
8. Post office
1. Neighborhood
2. Town
3. Places
4. Dance clubs
5. Restaurant
6. Country
1. Bakery
2. Police Station
3. Post Office
4. Restaurant
5. Barber Shop
6. Bank
7. Juice Bar
8. Bus Station
9. Drugstore

61. -60-
Vocabulary
1. Police station; 2.Hospital; 3.Fire department; 4.Garage; 5.Airport;
6. Restaurant; 7.Post office; 8.Travel agency
Lesson 1. Tourism Sector in Costa Rica
Introduction to the topic
Answer may vary
Listening practice
Vocabulary
1. Benefits
2. Attractions
3. Accommodations
4. Tourist
5. Job opportunities
Lesson 2. Types of Tourism in our Country
Introduction to the topic
Chapter 2. Tourism Sector
1. Visitors
2. Travelers
3. Attractions
4. Tourists
5. Accommodations
6. Benefit
7. Jobs
1.b 2.c 3.a
a. Health Tourism b. Adventure Tourism c. Cultural Tourism
1. Hotel
2. Pilot
3. Security
4. Magazine
5. Take off
6. Aircraft
7. Crew
8. Passport
9. Fligth tickets
10.Runway
11.Counter
12.Stewardess
13.Taxi
14.Custom
15.Carry on
16.Trolley

62. -61-
Listening practice
1. c
2. b
3. c
Vocabulary
Lesson 3. Colorado as a Tourist Destination
Introduction to the topic
Listening practice
1.c
2. b
3. a
4. c
5. c
1 2
Mangrove
Mud
Roots
Leaves
Plants
Forest
Trail
Horse
Tourist guide
Leaves
Trees
Plants
Leaves
Trees
Plants
1. Business Tourism
2. Educational Tourism
3. Incentive Tourism
4. Medical Tourism
5. Adventure Tourism
6. Cultural Tourism

63. -62-
Vocabulary
a. 2
b. 4
c. 5
d. 1
e. 3
Vocabulary practice
Planning a Trip to Colorado
Mario: Hi, Sofia, how have you been?
Sofia: Fine and you? Where are you going?
Mario: Well, I am here to take a bus to Colorado, on the Pacific Cost of Costa Rica.
Can you believe it?
Sofia: How exciting! Tell me about it. What can you see there?
Mario: Sure, this is my first time visiting this place, but I have heard good things about it.
Sofia: Why are you going to go there, exactly?
Mario: This place has a nice weather and it is located alongside the Nicoya Gulf. It has a lot
of biodiversity for example: Islands, mangroves and wildlife there. The best of all is the
production of salt and shrimp.
Sofia: It sounds really interesting. I love eating shrimps. Maybe I should plan a trip to this place
next time.
Mario: Yes, don´t miss the opportunity to visit this place if you are on vacation or have a
chance to go. .
Sofia: See you later, Mario. Let´s keep in touch.
Lesson 4. Sightseeing in Town
Introduction to the topic
Pictures: 3, 2, 1
Listening practice
1. Wonderful views
2. Salt production
3. Shrimp production
4. Bird sanctuary
Vocabulary:
1. Gorgeous
2. Scenery
3. Close
4. Seashore
5. Place
6. Path
7. Small town
8. Situated
9. Actions
10. Bay

64. -63-
Vocabulary practice
Lesson 5. Discovering Tourism in Colorado
Introduction to the topic
Listening practice
Conversation 1: 1. Horseback riding tour 2. Two
Conversation 2: 1. $75 dollars per person 2. Two people are going to take the trip
Conversation 3: 1. Birds and crocodiles 2. Six people are interested in the tour.
Vocabulary
1. Destinations
2. Boat
3. Sightsee
4. Memorable
5. Souvenirs
Lesson 1. Choosing the Right Hotel
Introduction to the topic
A (3)
B (2)
C (1)
Listening Exercise
Hotels in Costa Rica became popular in the year 1969 with Grupo Martha. During this time Mr.
Monge opened the Irazú hotel opened for the first time. Today, it is known as Best Western Irazú
Corporation. The construction of this hotel was a product of satisfying needs for lodging travelers
from North America who seek to enjoy the abundant wildlife and beauty of natural resources of
the country. Mr.Monge’s dreams did not stop there. He expanded the Best Western Irazú Hotel and
Casino and it became the largest hotel in Central America.
1. Trail
2. Neighborhood
3. Coast
4. View
5. Beautiful
1. e
2. f
3. b
4. c
5. a
6. d
Chapter 3. Hospitality

65. -64-
Vocabulary
Lesson 2. Booking a room
Introduction to the topic
Complete the list of objects you expect to find in a room of a hotel.
Listening practice
a).____ night tables f). ___√__cable television
b).___√__table g). ___√__internet access
c). _√___refrigerator h). ____chairs
d). ____lamps i). ____desks
e). _√__iron table j).__√__double beds
Vocabulary: Using technical words.
1. Hostel
2. Chalet
3. Hotel Boutique
4. Lodge
5. Guest house
6. Motel
7. Apartment
8. Hotel
9. B&B Inn
a) pillow
b) room
c) bed
d) window
e) curtain
f) blanket
g) lamp
h) night table
1. Fully booked
2. Bell boy
3. Wake- up call
4. Minibar service
5. Check out
6. Vacancy
Window
Curtain
Bedroom
Blanket
Lamp
Pillow
Bed
Night table

66. -65-
Lesson 3. Hotel Services and Facilities
Listening for specific information
Listening for specific information
1. 365
2. Pick up the laundry
3. His son
4. In 30 minutes
Vocabulary
Lesson 4. Ordering Food in a Hotel Restaurant
Introduction to the topic
Main dishes: fish filet, pizza, pasta, chicken salad, fried chicken
Beverages: milk, tea, fruit punch, orange juice, cold beer
Desserts: apple pie, cookies, coffee, ice cream, rice puddin
1. Wi- Fi
2. Room service
3. Laundry
4. Shuttle
5. Satellite TV
6. Restaurant
7. Translation
8. Fitness club
9. Parking lot
10. Spa
1. Pool
2. Laundry
3. Check out
4. Bar
5. Parking

67. -66-
Listening for specific information
At the restaurant
Waiter: Good evening, welcome to Las Olas Restaurant.
Client: Good evening! A table for three people, please.
Waiter: Sure. Where would you like to sit?
Client: Over there near the window.
Waiter: Would you like to have a drink? Here is the menu.
Client: Yes, I will have a milkshake, please.
Waiter: Can I take your order?
Client: Yes, for a starter, I will have an pumpkin cream, and for the main course roasted chicken,
green salad, mashed potatoes and tortillas, please.
Waiter: Would you like a dessert? I have coffee or ice cream.
Client: Not thanks. We are fine. Can we have the bill please?
Waiter: I will be right back.
Vocabulary
Lesson 5: Dealing With Hotel Complaints
Introduction to the topic
1. a
2. c
3. b
Listening exercise
1. T
2. F
3. T
4. F
5. F
a. Yes, do you have any free table?
b. Yes sir, here it is
c. Yes, we have fruit salad
d. Thanks that was delicious
e. Yes, please
f. Not yet
g. Vegetable salad

68. -67-
1. Cozy
2. Elegantly
3. Stressed out
4. Uncomfortable
5. Locked
Vocabulary
Working unfamiliar words
Positive: beautiful, clean, big, soft, new, neat, wonderful, cozy, fresh, interesting,
Negative: dirty, far, old, broken, disgusting, frustrating, annoying
Both: hot, expensive, small, hard, cheap, heavy, busy
Vocabulary exercise

69. Transcripts

70. -69-
Chapter 1: Customer Service
Lesson 1: How do you do?
Listening for specific information
Sofia
Hi, I am Sofia. I live in Puntarenas. I am 20 years old. I am a professional chef. I like to read books.
How do you do?
Carlos
Hello, my name is Carlos. I live in Liberia. I am 32 years old. I am married and I have 2 children. I am
a mechanic. I like to stay at home. How are you?
Roberto
Hi, my name is Roberto. I live in Colorado. I am 15 years old. I like to play video games. I am a stu-
dent. Nice to meet you.
Natasha
Hello, I am Natasha. I live in San Jose. I am 25 years old. I am a receptionist at a hotel. I am single.
I like to listen to music. How are you?
Conversations
• At the Bank
Sally: Good morning. May I help you?
Customer: Yes, I need to cash this check.
Sally: May I have your passport, sir?
Customer: Here you are.
Sally: Thanks. Would you please sign your name here?
Customer: Sure no problem!
• At the Hotel
Receptionist: Hello, sir. I am Patricia. Welcome to Las Brisas Hotel. Can I help you?
Mr. Hans: Yes, I have a reservation for two nights.
Receptionist: May I have your voucher?
Mr. Hans: Let me find it. Oh, here it is.
Receptionist: You are right. Would you like a room on ground or the second floor?
Mr. Hans: The ground sounds perfect to me.
Receptionist: Here is your room key number 21, next to the pool. The porter will show you the
way. Have a nice stay.
Mr. Hans: Thank you very much.
Lesson 2. Hello, can I help you?
Listen to the conversations and fill in the message forms.
Conversation 1
Receptionist: Good afternoon, Encanto Hotel Reception, how may I help you?
Caller: I would like to talk with Paul Anderson; he is in the room number 2.

71. -70-
Receptionist: I am sorry. Mr. Anderson is not in the room.
Caller: Can I leave him a message?
Receptionist: Certainly, sir.
Caller: Please tell him to call back to Mr. Smith as soon as possible. My phone number is 22991-
53081. Thank you, bye.
Receptionist: You are welcome, bye.
Conversation 2
Receptionist: Good afternoon, Brisas del Golfo Restaurant, how may I help you?
Caller: I have an appointment with Mr. Clark, but I cannot get there. Could you give him my phone
number? It is 28832-25874.
Receptionist: Certainly, sir.
Caller: Thank you, bye.
Receptionist: You are welcome, bye.
Lesson 3: I am terribly sorry!
Circle the words you hear
1. He is here already. Could you open the door?
2. She does not answer the phone. Would you like to hold the line?
3. The manager is not in the office. Would you like to leave her a message?
4. This coffee is too hot. Could you put some ice in it?
Listening text Listen to two people talking about complaints.Are they polite or impolite? Practice
it with a partner.
Clerk: Hello sir, how may I help you?
Customer: Thanks, I just need to change my ticket.
Clerk: what seems to be the problem?
Customer: I can´t take the 2 pm bus to San Jose.
Clerk: Sure no problem. Well, is the 3 o´clock bus fine?
Customer: Oh, that will be wonderful.
Clerk: Let me take care of that, sir.
Customer: Thanks so much.
Lesson 4: My Favorite Place
Listen to the dialogue and complete it with the missing words.
Conversation
A: Betty, is there a good a karaoke bar in your neighborhood?
B: Yes, there’s an excellent one on the other side of the town. It’s my favorite one!
A: Are there other places such as a nice dancing club too?
B: Sorry, I don’t know.
A: Well, is there a good restaurant to eat and watch the popular match between the best teams of

72. -71-
the country (Heredia and Alajuela)?
Lesson 5: Services in my Hometown
Listen to the airport announcement and complete the chart.
1. Delta airlines informs all passengers that their flight 907 bound to Chicago is on time, it will be
leaving at 10:15 from gate 25.All passengers checkDelta airlines counter for further information.
2. Canada 2000 airlines flight 58 to Vancouver will departure from gate 15 at 7:10 pm. All
passengers please report to the counter immediately because we are boarding now.
3. Avianca airlines informs that our flight 702 coming from Rio de Janeiro is delayed due to a
tropical storm. The arrival time is 12:15 now at gate 64. Please contact our office.
Chapter 2: Tourism in Costa Rica
Lesson 1: Tourism in Costa Rica
Listen to the speaker and complete the text with the words in the box.
The Tourism Sector in Costa Rica
Every year thousands of visitors choose to visit Costa Rica as their holiday destination. A tourist is
someone who travels outside his/her own country. Recent reports from Instituto Costarricense de
Turismo (ICT) indicate that most travelers come to Costa Rica from different countries. However,
most tourists come from North America (United States and Canada). Tourists enjoy Costa Rica´s
attractions because it has excellent weather,friendly people,abundant wildlife,and exotic beaches.
Most tourists look for different accommodations ranging from luxurious hotels to inexpensive
lodges where they can relax and learn about the Costa Rican culture.Local people can benefit from
the tourism industry in different ways. Many locals can find jobs dealing with tourists working in
hotels, restaurants, travel agencies, among others.
Lesson 2: Types of Tourism in our Country
Listen to three different conversations. Circle the appropriate answer.

73. -72-

74. -73-
Receptionist: Good
morning, Can I help you,
sir?
Tourist: Yes, I would like
to travel around the city,
today?
Receptionist: What
would you like to do?
Tourist: I would like to buy
some souvenirs for my
friends
Receptionist: There is a
good place near the bank.
Tourist: wonderful, I think
I know where it is.
Tourist: Excuse me sir. Is
there a way to see wildlife
around here?
Tour guide: Sure, There
is a sanctuary. Isla Yucca
offers a great spot to see
many sea birds.
Tourist: I really want to
see crocodiles. Where
is the best place to see
them?
Tour guide: You can go to
Tempisque River a couple
miles from here.
Tourist: Great, thanks for
the information.
Tourist: Good morning
sir, I have an appointment
with Dr. Vargas at 10:00
am. Is he there?
Doctor: I am Dr. Vargas
welcome to Los Angeles
Clinic. What can I do for
you?
Tourist: I am interested in
having a medical treatment
for my eyebrows.
Doctor: sure, come on in.
have a seat. First of all, I
am going to……….
Lesson 3: Colorado as a Tourist Destination
Listen to the information about Abangares. Circle the correct answer.
Abangares is a small town in the Guanacaste province, founded in 1915. In this place lives 17,635
people.The major part of the people work in agricultural activities such as rice,beans and sorghum
crops. The climate in Abangares is mostly dry. Tourists who want to visit this beautiful place can
take the Pan–American Highway.
Lesson 4: Sightseeing in Town
Listen to the recording and number the attractions you hear.
CERRO MAR AND OTHER COLORADO’S NATURAL ATTRACTIONS
Cerro Mar is a beautiful farm located in Colorado de Abangares, Costa Rica. There, you can find
wonderful views near the splendid Nicoya’s Gulf. This spectacular place is arranged by a family
who has been dedicated to produce salt in a natural process in summer, and shrimp cultivation in
the rainy season. Also, it is a bird’s sanctuary for many native species of this zone and many others
which come through for a short season. So, this region can be seen as a biological bridge in our
country.
In like manner,Nicoya’s Gulf is the one which provides natural resources to develop these important
activities in this area.
More specifically,Cerro Mar can be considered to be a thematic park located near the neighborhood
called San Buenaventura alongside the Pacific Ocean coast. On the other hand, Yucca and
Chira Islands are located in the surroundings. Likewise, the Abangarito River is another natural
attraction with its aquatic trails that gives to this region a meaningful beauty; this river leads to

75. -74-
the Nicoya’s Gulf.

76. -75-
Lesson 5: Discovering Tourism in Colorado
Listen to the conversations and answer the following questions.
At a Tour operator At the Front Desk At an Estuary
Tour operator: Hello, may I
help you?
Tourist: Yes sir, I would like to
take horseback riding tour. Is
it possible to arrange one for
two people this afternoon?
Tour operator: Certainly
madam. We have a two hours
tour leaving at 3pm at Parque
del Agua.
Tourist: Can you tell me how
to get there?
Tour operator: Don´t worry
about that. We provide
transportation and a guide.
Tourist: Excellent, when
should I pay?
Tour operator: After the tour,
here at the office.
Tourist: Thanks a lot.
Receptionist: Hello,
May I help you, sir?
Tourist: Yes, I am
interested in the
bird-watching tour.
Where can I find more
information about it?
Receptionist: This a
great tour and it leaves
at 6:00 a.m. Remember
to bring comfortable
clothes, boots and
a binocular. You will
enjoy watching scarlet
macaws, and toucans.
Tourist: That is fine.
Oh one more thing.
How much does it
cost?
Receptionist: It is $75
per person.
Tourist: Thanks very
much. I would like to
sign for two people, my
wife and I.
Boat rider: Hello, what
can I do for you?
Tourist: Yes, we are a
party of 6 people interested
in taking a gulf tour around
the area.
Boat rider: Yes, we
offer you a wide range of
tours. We have different
tours: to the islands, to
see birds and crocodiles
and to Abangarito, a water
trail river. All of them are
excellent and a cheap cost.
Tourist: What do you
mean?
Boat rider: They cost $25
per person and it includes
a tour guide life jackets
and refreshments.
Tourist: Excellent. We
definitely want to register
for the birds and crocodiles
tour.
Boat rider: Okay, here is
your voucher.

77. -76-
Chapter 3: Hospitality
Lesson 1: Choosing the Right Hotel
Hotels in Costa Rica became popular in the year 1969 with Grupo Martha. During this time Mr.
Monge opened the Irazú hotel opened for the first time. Today, it is known as Best Western Irazú
Corporation. The construction of this hotel was a product of satisfying needs for lodging travelers
from North America who seek to enjoy the abundant wildlife and beauty of natural resources of
the country. Mr. Monge’s dreams did not stop there. He expanded the Best Western Irazú Hotel and
Casino and it became the largest hotel in Central America.Finally,the Best Western Irazú Hotel and
Casino and it became the largest hotel in Central America.
Lesson 2: Booking a Room
Listen to the conversation and check (√) the objects mentioned in the audio.
Receptionist: Hello Palace Hotel, how may I help you?
Guest: Yes, I need information to find about your hotel rooms.
Receptionist: Certainly, we offer five fully equipped bedrooms.
Guest: Fully equipped, what do you mean?
Receptionist: They have everything you need,for example a double bed,AC,telephone,Wi-Fi service,
refrigerator, cable television, iron table and so forth.
Guest: I see. Is there a desk in any of the rooms?
Receptionist: Sorry we don´t have, but one of them has a big table.
Guest: Do you allow pets?
Receptionist: No, we do not.
Lesson 3: Hotel Services and Facilities
Listen to the speaker and complete the sentences with the service described
La Joya de Lagarto Inn is a hotel located in the North Pacific Coast. It offers many services. It has a
restaurant that opens every day since 6 am until 9 pm. Also it has a bar that opens at 5 o’clock in
the afternoon. Guests can ask for room service until 8:30 pm.
Check in time starts at 1 pm, and the check out ends at 10 am. Parking service is available 24 hours
and it counts with valet service. The hotel has a swimming pool that is available until 9:30 pm.
Finally, laundry service is available only Mondays and Fridays.
Listen to the conversation and answer the following questions.
Receptionist: Good morning! Reception, Laura speaking.
Guest: Hello. My name is Mike, I am in room number 365. I need someone to pick up some laundry
because my son spilled out the cup of coffee on my shirt and I have an important meeting.
Receptionist: I’m sorry, laundry service starts at 10:00, at what time do you need to leave?
Guest: My meeting starts at the hotel restaurant in 30 minutes!
Lesson 4: Ordering Food in a Hotel Restaurant
Listen to the following conversation and complete the missing information.
At the Restaurant

78. -77-
Waiter: Good evening, Welcome to Las Olas restaurant.
Client: Good evening! A table for three people, please.
Waiter: Sure. Where would you like to sit?
Client: Over there, near the window.
Waiter: Would you like to have a drink? Here is the menu.
Client: Yes, I will have a milkshake, please.
Waiter: Can I take your order?
Client: Yes, for a starter, I will have an ayote cream, and for the main course roasted chicken, green
salad, mashed potatoes and tortillas, please.
Waiter: Would you like a dessert? I have coffee or ice cream.
Client: Not thanks. We are fine. Can we have the bill, please?
Waiter: I will be right back.
Lesson 5: Dealing with Hotel Complaints
Listen to and practice the conversation. Check (√ ) the statements that are true or false.
Conversation
Receptionist: Hello, reception. Mario speaking. How can I help you?
Customer: Hello. I am Dr. Jones, room 321. I have a big problem there is not hot water in my room.
Reception: I am terrible sorry to hear that. I will send someone to fix it right away.
Customer: Yes, please. I will certainly appreciate your help.

79. Este libro “Basic English for Tourism: Listening and Speaking Skills” es una guía
para el facilitador de las capacitaciones y un pilar fundamental del aprendizaje,
porque no solo sistematiza los contenidos, sino que le proporciona a los y las
participantesdelascapacitaciones,laposibilidadderepasar,aplicarydivulgarsu
aprendizaje de esta lengua.
The “Fomento de los Estándares de Calidad para las Empresas de Turismo Rural
ComunitarioProject”inColoradoAbangaresisanactivityoftheNationalUniversity
of Costa Rica, which was financed with FUNDER funds. As a part of the project,
therewerethreebasicEnglishtrainingcoursesofferedtotheparticipantsinareas
such as customer service, tourism sector and hospitality industry.
This book “Basic English for Tourism: Listening and Speaking Skills” is a guide for
the facilitator in charge of the training. It includes systematized content, and it
alsogivestheparticipantstheopportunitytoreview,implementanddisseminate
their learning of the language.
ISBN: 978-9968-638-14-2
9 789968 638142
View publication stats